Client Support Officer

Business Enabling Services Group / Shared Services Division / SDO Operations and Service Management Branch
- APS 5 ($89,098 - $99,973) | Ongoing | Full-time
- Canberra, ACT

**ABOUT THE BRANCH**

The Service Delivery Office (SDO) is a leader in providing shared services to Commonwealth entities. The SDO presents a unique opportunity to be involved in developing innovative service delivery arrangements, with an approach to collaboration and sharing of resources that has the potential to add value not only for existing customers but to set the scene for new ways of working across the Australian Public Service.

The Operations and Service Management Branch is one of three branches within the Shared Services Division and provides a range of corporate transactional services to Commonwealth agencies in areas of human resources, payroll, finance, and travel and expense management. The Branch works collaboratively with its client agencies on delivering services more efficiently, through streamlining processes, increasing self-service capability, and automating repeatable tasks, to allow staff to focus on high-value, customer service-based activities.

**ABOUT THE** OPPORTUNITY**

The Service Delivery Office Client Support Officer manages governance and engagement activities with our clients across multiple government agencies. The SDO engagement and governance team works closely with the wider Shared Services Division and senior leadership to manage stakeholder relationships, and with the 16 SDO client agencies for the smooth and effective delivery of existing and changing services delivered by the SDO. In addition to managing the governance and engagement, the team is the second level escalation point in the SDO, assisting clients with investigation, coordination and resolution of their issues.

The role of the client support officer:

- Liaise directly with client representatives, including senior leaders, across a wide range of client issues
- Maintain and review SDO governance artefacts supporting the relationship with clients such as the SDO service catalogue
- Manage the SDO engagement mailbox as the ‘front door’ to the SDO for client representatives, communicating with both SDO clients and internal staff. Assist with enquiries/issues and ensure they reach a conclusion
- Provides secretariat support for the SDO bi-lateral meetings with clients, including developing briefing materials for Executives. Preparing action items for meeting and following these to a conclusion
- Manages and facilitates issue resolution meetings held with client representatives
- Assist with the preparation of the SDO client committee and other meetings involving external clients leadership
- Assists with diverse communications and stakeholder engagement activities across all APS levels on behalf of the SDO

**DETAILED VACANCY INFORMATION**

For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

**ELIGIBILITY ADVICE & CANDIDATE NOTES**
- Under section 22(8) of the _Public Service Act 1999_, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
- Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.

**CONTACT INFORMATION**
- For specific questions relating to this job vacancy (including requests for adjustments), please refer to the details on the contact officer located in the downloadable job pack.

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